HMRC: Digital by Default
The story so far and next steps
Julian Hatt – Head of Customer Engagement
Carroll Barnett – Agent Account Manager
Running Order
• Digital by Default – Recap
Julian
10 mins
• HMRC’s Digital Exemplars – Sneak Preview!
Julian
20 mins
• ‘Hot Topics’ for Agents and HMRC
Carroll
15 mins
• Questions and (if you’re lucky!) Answers
All
15 mins
Facts ‘n’ Figures
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Facts ‘n’ Figures
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Digital by Default
•
Digital services are so straightforward and convenient that all those who can
use them will use them, whilst those who can’t will not be excluded
•
‘Revolution not Evolution’ (Martha Lane Fox’s 2010 report)
•
Substantial investment in HMRC’s digital services: +£200m in Budget 2013
•
External pressure (Office for Tax Simplification, Administrative Burdens
Advisory Board, business, tax profession) to make things quicker, easier and
simpler for SMEs
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Digital Strategy
Supporting our Customer Centric Strategy
It drives revenue – digital by default
services will allow us better to target
interventions and manage risk on a
transaction by transaction basis
Shifting more contact to digital
channels contributes significantly
to each of HMRC’s strategic
objectives.
It’s better for
customers – a
true digital
interaction is
quicker, easier,
and comparable
with external
experiences.
Allows us to quickly
target and segment –
broadens our ability to
deliver services by
segment & influence
behaviours (“nudge”)
It’s cheaper – self
serve allows us to
theoretically shift
to a ‘frictionless’
relationship, or at
least towards
cheaper channels.
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How are we doing it
•
Focus is on user needs rather than traditional requirements
•
Delivery is iterative (start small and grow) rather than agreeing all the detail
upfront
•
Regular user testing throughout to inform development and design
•
Ongoing improvement and iteration of the service
•
Delivered via more flexible design/delivery process – Agile
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How are we doing it
Speed of Delivery
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The 4 Digital Exemplars
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Your Tax Account
What are we doing
Can see an
overview of
their HMRC
“account”… …with links
straight to
action they
need to
…help finding
take…
the right
payment
plan…
…and a
personalised
tax calendar
with digital
alerts
Can access all
the help they
need via links to…
…tailored
education…
Via their
personalised
homepage small
business users …
Can get the
answers to their
questions quickly
and easily
…and interactive
tools taking them
straight to the
relevant
information for
them
…as well as
receiving tailored
outbound
communications
from HMRC
Can get direct
access to all the
online
transactions
relevant to
them…
…without having
…and receiving
relevant key
messages from
HMRC (and
potentially other
Government
to wade through
Departments) direct
content that isn’t
to
their
homepage
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relevant to them
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Your Tax Account Sequencing
•
750 volunteers participating in a Private Beta trial from 10 February
•
Feedback mechanism in place
•
Customer support model will also be evaluated during the trial
•
Public Beta expected to begin in April 2014
•
•
Dependent on results of private beta to test capacity and performance, etc.
•
Phased ‘rollout’ – plans not yet finalised – lots of considerations
•
Skin & Link’
Continual development of the service – new features and functions
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Digital Self Assessment
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Digital Self Assessment - Background
• Self Assessment is one of our flagship online services
80% of our customers choose to file online
Only 25% of customer self assessment journey takes place online
• We send customers letters at every stage of the process
Despite filing with us online…
We use paper to tell customers the outcome of their filing!
• This is confusing and drives low-value contact at our contact centres
600k calls asking about repayments
183k letters asking about letters
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Agent Online Self-Serve [AOSS]
Agents – Setting the scene
• At least 8m customers use an agent
to represent them
• Customers choose an agent for a
variety of reasons
• The majority use an agent for profit
taxes
• Customers look to agents to
ensure they pay the right tax at the
right time
Our aim
Agents will be able to:
• Register with us digitally
• Notify us of clients digitally
• View clients’ data online
• Use digital services on behalf of
clients
• More to come
Agents on the digital agenda
We have ambitious digital plans that mean we need to:
• Have a single view of agents and their clients – and recognise this relationship
across tax regimes/services
• Reduce exposure to cyber crime by bogus agents
• Move agents away from using paper
• Enable an authorised agent to see and do digitally the same as their client
Identity Assurance [IdA]
•
A pan-government project led by Cabinet Office
•
A model for trust and security
•
A process for providing individuals with credentials that allow them to prove
that they are who they say they are (when online)
People perform different roles
• Individual managing their own tax affairs
• Responsible officer managing tax affairs of a limited company or partnership
• Employee managing the tax affairs of a business entity
• Self-employed (sole trader) agent managing the tax affairs of a client
individual, limited company or partnership)
• Employee in an agent organisation managing the tax affairs of a client entity
• Friends and family (unpaid)
• Others
Authority Management Service
• A service which allows people to interact with government services on behalf
of other people or organisations
IdA for Organisations and Agents
• A process providing online credentials for all levels of responsibility to prove
permission is held to act on behalf of an organisation
• Discovery phase has been completed
‘Discovery’ for IdA - Users told us
• Solutions need to be easy and carry perceived benefits
• Personal and work identities need to be separate
• Large organisations will need scalable solutions
• Credentials need to be tied to the firm – not to employees
• Delegation needs to reflect the different roles and responsibilities within an
organisation
• Do not create additional work for our customers
Delivering the new services
• Will depend upon Identity Assurance and Authority Management solutions for
citizens, businesses and agents
• Authority management allows IDA credential holders to delegate permissions
• We are working closely with GDS to design a joined-up service between new
digital services and IDA credentials.
• Next step – pilot initial working product (alpha)
• Aiming for private beta – Oct to Dec 2014
Workstrands
•
Friends & family agents
delegation of authority to the friend or family member
•
Organisations & agents in business
more complex needs for delegating permissions in-house and to third parties
•
Third party software
most businesses and agents use in-house or third party products to
govern access to services & customer records
•
Existing agent / client relationships
we want to transfer these to the new services where we can
find the least burdensome way to do this
it will not be possible in all cases
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PAYE for Employees
PAYE Online
• The first online service for 41 million individuals within PAYE
• 60 million calls, annually, to HMRC’s contact centres
•
13.9m PAYE-related
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4-5m of these are to query tax code
•
16% of these relate to car / van, fuel and medical benefits
•
Costing customers £5 per call and HMRC £6 per call (longer calls)
• A Private Beta underway with changes to car / van benefits and bank interest
• Shift balance of the relationship away from the employer and on to HMRC
• Currently forecasting that PAYE calls will reduce by 1.7m [12%]
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Agent Account Manager Service
• 10,000 tax professionals are signed up for this service
• Over 2,500 client specific issues facilitated
• Top 5 issues
• Repayment delays – Ltd Companies / Self Assessment and PAYE
• 64-8
• UTR
• RTI
• Online services
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Thank you
Julian Hatt
Carroll Barnett
julian.hatt@hmrc.gsi.gov.uk
carroll.barnett@hmrc.gsi.gov.uk